Buyer Returns & Disputes Policy

Version 1.2 — MVP

Capitalised terms have the meaning given in the Definitions & Interpretation document.

This policy explains when buyers can raise a dispute, what evidence is required, and what outcomes are available.

It exists to: protect buyers against inaccurate listings; set clear limits on returns; ensure disputes are handled in a fair and equitable manner to all parties; and resolve issues quickly, consistently, and transparently.

All decisions are based on the published listing, the Seller Listing Standards, and evidence provided.

Timber, regardless of grade intended, is a natural product with expected variation. Further, products listed on this platform are typically surplus, downfall, overrun, or off-spec timber. They may contain defects, variations, or limitations that would not be acceptable in standard retail channels.

Buyers are expected to read listings carefully, review all photos, and understand disclosed defects, variations, and limitations before purchasing.

Failure to do so does not constitute grounds for dispute.

Only the following dispute types are recognised.

A. Item Not as Described — You may raise a dispute if the product materially differs from the published listing, including: undisclosed defects that are materially different from what was described; defect locations that are materially different than described; incorrect dimensions; incorrect species; or incorrect quantities. Natural variation in timber is expected. Only material differences are considered valid grounds for dispute.

B. Damage in Transit — You may raise a dispute if the product matches the listing but was damaged during delivery. These claims are handled in accordance with the freight provider's terms and the platform's Freight & Delivery Policy.

C. Buyer Error — This applies where the product matches the listing and disclosures but is unsuitable for your intended use. Examples include change of mind, misreading dimensions, or accepting disclosed defects and later rejecting them. Buyer error does not automatically entitle the buyer to a return or refund.

Pickup Orders — Disputes may be raised within 24 hours only where the product is materially not as described. All other disputes are excluded once goods are collected. Buyers (or their agents) are responsible for inspecting goods prior to pickup. Risk transfers at pickup.

Delivered Orders — Disputes must be raised within 24 hours of delivery. Claims raised outside this timeframe will not be considered.

To raise a dispute, buyers must provide: clear photographs of the issue; photos showing scale where relevant; and reference to the specific listing description or omission relied upon.

Disputes submitted without adequate evidence will not proceed.

If the product does not materially match the published listing, one of the following remedies may apply.

Partial Refund (At Seller's Discretion) — Where the product remains reasonably usable, the seller may offer a partial refund as an alternative to return. The buyer may accept or decline the offer. A partial refund is not automatic and is offered at the seller's discretion.

Return & Refund — If the product cannot reasonably be used as listed, or if a partial refund is not agreed, the item may be returned. Return freight is arranged through the platform, and the buyer is refunded the goods value once the return is confirmed. Returned goods must be in the same condition as delivered.

Exceptional Cases — In limited circumstances, a full refund may be issued without return where return freight is disproportionate to the value of the goods, or the product cannot reasonably be resold. This outcome is applied sparingly and at the platform's discretion.

Where the product matches the listing and disclosures, returns are not automatic. Acceptance of a return is at the seller's discretion.

If a seller agrees to accept a return: return freight is paid by the buyer; a 20% restocking fee is deducted from the refund and paid to the seller; and platform fees and protection fees are not refunded.

If the seller declines, the transaction stands.

Many listings are sold as packs or bulk lots. Buyers should note that defects vary between boards, and variation within disclosed defect types and distributions is accepted.

Where applicable: if a tally was attached to the listing, it is binding; if no tally was attached, individual lengths are not guaranteed.

Variation within disclosed ranges does not constitute misdescription.

For damage occurring during delivery, buyers must photograph goods immediately on arrival, photograph packaging where relevant, and raise the issue within the dispute timeframe.

The platform will assist with evidence collection and coordination but does not insure freight.

Outcomes are governed by the freight provider's terms.

The platform reviews disputes against the published listing and evidence, determines whether a dispute is valid, and applies outcomes in line with platform policies.

The platform does not assess timber quality beyond disclosure accuracy, certify suitability, compliance, or performance, or negotiate outcomes outside this policy.

Platform decisions are final.

Repeated misuse of disputes may result in account restrictions or removal.